Senior Product Support Representative

47 minutes ago

Makati City, National Capital Region, Philippines FIS Full time

Position Type
Full time

Type Of Hire
Experienced (relevant combo of work and education)

Education Desired
Bachelor's Degree

Travel Percentage
5 - 10%

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know~ Are you FIS?

About The Role
As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application for our Trading Application FIS Trading Suite (formerly
Valdi
).

About The Team
You will be part of a APAC Regional CX Team supporting clients under Trading who are using FIS Proprietary platform. The team is distributed strategically across APAC to cover countries in the region.

What You Will Be Doing

  • Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment
  • Provide in-depth product support and researching client issues
  • Troubleshoot problems with equipment or software applications and recommend corrective action
  • Document customer information and recurring technical issues to support product quality programs and product development
  • Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes
  • Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters
  • Other related duties as assigned

What You Will Need

  • Must have At least 6 years of combined experience working as an application or software support specialist
  • Demonstratable strong analytical & problem-solving skills
  • Experience supporting Trading environments or platforms (e.g., Fidessa, Ullink, Bloomberg, Refinitiv, etc) is preferred
  • A strong understanding of Trading process (Buy Side, Sell Side, Exchange) is preferred
  • Experience in financial services industry is preferred
  • Excellent English communication skills
  • Organizational and time management skills and the ability to work independently

Added Bonus If You Have

  • Familiar with Valdi (FIS Trading Suite)

What We Offer You
At FIS, we hire the best. In return, you receive exceptional benefits including~

  • Opportunities to innovate in fintech
  • Tools for personal and professional growth
  • Inclusive and diverse work environment
  • Resources to invest in your community
  • Competitive salary and benefits

Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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